“Why was my welcome bonus not credited?” is a common question from players who just signed up, and the usual cause is a missing promo code or a bonus that needs manual activation in the cashier. “My deposit left my bank but is not on my Casino of Montreal balance” is another frequent complaint, often because the payment is still pending or the wrong account was used.
Welcome bonus and free spins not credited
After you register or make your first deposit, you may see the full balance without the bonus or spins you expected.
- The promo code was not entered during registration or deposit.
- The bonus requires a separate opt-in step before you play.
- Your deposit method is not eligible for the welcome offer.
- You already claimed a welcome bonus on a previous account.
- Your account or deposit is still under review.
- Log in to your casino of Montreal account and open the cashier or promotions page.
- Check if the welcome offer shows as available or already claimed.
- If you see an “Enter code” field, type the bonus code exactly and submit it.
- If the code is not there, open live chat and ask the support team to attach the bonus.
- Confirm that your deposit was made with a method the offer accepts.
- If you used a different method, ask support whether a different bonus is available.
- Make sure you have not opened more than one account at Casino de Montreal.
- If you have multiple accounts, close the extra ones before claiming.
- Complete any identity check that appears in your account area.
- Once verified, request the bonus again from the promotions page.
- After the bonus is active, check the play requirements before you start playing.
- If the spins still do not appear, contact support with your username and deposit reference.
Contact support if the bonus is not showing after you completed all steps and your account is verified.
Cannot log in or account locked after failed attempts
The login screen shows an error or a message that your account is locked after several wrong password entries.
- The password was typed incorrectly too many times.
- Caps Lock or keyboard language is changing the characters.
- You are using a saved password that was changed elsewhere.
- Your account is locked for a security review.
- The site is asking for two-factor authentication (2FA) and you do not have the code.
- Use the “Forgot password” link and enter the email address linked to your account.
- Open the reset email and set a new password that you have not used before.
- Type the new password by hand instead of pasting it.
- Check that Caps Lock is off and your keyboard is set to the correct language.
- If 2FA is enabled, open your authenticator app and enter the current code.
- If you lost access to the authenticator, use the backup codes you saved.
- Clear the browser cache and cookies, then try to log in again.
- Try a different browser or a private window to rule out an extension conflict.
- If the account remains locked, use the live chat on the casino of montreal site.
- Provide your username and the email address on the account.
- Follow any identity check steps support asks for.
- After the lock is removed, set a new password and enable 2FA if it was not active.
Contact support if the reset email does not arrive and the account stays locked.
Deposit left the bank but is not on the casino balance
Your bank statement or banking app shows the payment as sent, but the balance at https://casinodemontrealenligne.us.com still shows the old amount.
- The payment is still being processed between the bank and the casino.
- You paid into a different account or wallet than the one linked to your casino profile.
- The deposit was flagged for a routine security review.
- Your bank placed a hold on the transaction.
- The payment method does not support instant crediting.
- Wait a short while and refresh the cashier page before you try again.
- Do not send a second deposit while the first one is pending.
- Open your deposit history in the cashier and note the reference number.
- Compare the last four digits of the source account with the one in your casino profile.
- If they differ, contact your bank and ask where the payment was sent.
- If the reference is missing from your history, take a screenshot of the bank transaction.
- Start a live chat and give support the reference number and the screenshot.
- Ask whether the deposit is under review and what document is needed.
- Complete any identity check request as soon as it appears.
- Once the review is closed, confirm that the amount appears on your balance.
- If the payment is returned by your bank, wait for the funds to come back before you retry.
- Use the same payment method for future deposits to avoid mismatches.
Contact support if the deposit is missing from both your bank and your casino balance after the review window.
Site or games do not load properly on a phone
On your phone browser, pages stay blank, games freeze, or the screen shows a connection error.
- The mobile connection is weak or switching between Wi-Fi and data.
- The browser cache or cookies are outdated.
- A pop-up blocker or ad blocker is stopping the game window.
- The browser is not up to date.
- The game server is temporarily busy.
- Switch from Wi-Fi to mobile data, or the other way around, and reload the page.
- Close other apps that use the connection in the background.
- Open the browser menu and clear cache and cookies for the site.
- Turn off pop-up blocking for the casino of Montreal site.
- Update your browser to the latest version available for your phone.
- Restart the browser and log in again.
- Try a different browser on the same phone.
- Disable any content blocker or private DNS that may filter the site.
- Test one game at a time to see whether the problem is site-wide or game-specific.
- If only one game fails, note its name and report it to support.
- If the whole site fails, take a screenshot of the error message.
- Send the screenshot and your phone model to live chat.
Contact support if the problem continues on a different browser and a stable connection.
Quick Reference
The table below lists common symptoms and the first thing to check for each.
| Problem | Usual cause | First check |
|---|---|---|
| Welcome bonus missing | Code not entered | Promotions page in your account |
| Free spins not showing | Bonus not activated | Cashier bonus section |
| Login locked | Too many wrong passwords | Password reset link |
| Deposit not on balance | Payment still pending | Deposit history reference |
| Mobile site fails | Cache or connection | Clear browser cache |
A missing bonus often comes from a skipped code or an extra activation step. Locked logins usually follow repeated wrong password attempts and clear with a reset. Deposits that leave the bank but do not appear are often still in process or went to a different account. Mobile loading problems are commonly fixed by clearing the browser cache or changing the connection. For any of these, the deposit or transaction reference speeds up support. Keeping your contact details current helps support reach you when a review is needed.
Keep your promo code and deposit reference in a note before you start playing, because that single habit prevents most bonus and deposit confusion.